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New Dell KM717 is always freezing while typing or using the mouse
Hello
Our company bought some Dell XPS 15 with DELL KM717 keyboard/mouse systems and while using them - no matter if you connect them via Bluetooth or via USB - from time to time the mouse just freezes or the keyboard is freezing and you cannot continue to type for multiple seconds...
After those seconds are past you can just continue to type as usual or use the mouse as usual.
We have seen this behavior with different KM717 keyboards and mouse systems - so either we just got unlucky and have like four broken ones or there must be an issue with this DELL equipment!
Does anybody else has experienced such an issue? Thank you.
keyboardissues
2 Posts
0
May 14th, 2018 09:00
I believe I have identified the problem. The Dell universal receiver has very short range, about three feet. I previously had it plugged into a USB port at the back of my PC. I have moved it to a front USB port (closer to keyboard and mouse) and I have not experienced any mouse skipping or keyboard freezing since making this change.
It is unfortunate the range of the receiver is so short. but this has solved my problem. Hope this helps.
NotMoosetracks
3 Posts
0
August 29th, 2018 13:00
Hello! Jump to the bottom if you want to see what is working for me but here's my (short) story...
Bought Dell XPS 8930 December 2017 with KM717 mouse and keyboard. Noticed problem with mouse freezing right off the bat. Did some updates, trouble-shooting, moving the universal receiver around, blah blah. The problem was intermittent (not even once a day or so) and did not affect the keyboard. Because of a medical issue I could not pursue as diligently as I ordinarily would have done.
But I finally was thoroughly disgusted and got around to filing a Tech Support Request in February 2018.
So THAT wasted a bunch of time (including Dell sending me a wired mouse/keyboard "by accident" and then sending me a new KM717 kit. Same problem. Mouse only, not keyboard. Without rhyme nor reason, the mouse would freeze. Interestingly, it seems that the mouse always stops in the upper left quadrant of my screen (Dell UltraSharp 24 InfinityEdge Monitor - U2417H). Could be a coincidence and I can't replicate it so...whatever.
Here's what works for me. I turn the mouse off and right back on again and I'm in business. Painless, fast. I h o p e this is my permanent solution and maybe it will work for you.
--Steve--
keyboardissues
2 Posts
0
May 13th, 2018 13:00
Hello. I have this issue too. It is worse with the keyboard than the mouse.
I have noticed that when I experience this issue, the num lock indicator on the keyboard turns off. Makes me think the problem is the keyboard sporadically losing power.
Have you found a solution?
rkissinger
13 Posts
0
May 14th, 2018 08:00
Hello,
indeed we did not find a solution for this problem yet! Which is really annoying since we just bought this devices and they were quiet expensive.
Erik Lenaerts
1 Message
0
May 24th, 2018 01:00
I have the same problem with KM717 keyboard and mouse.
The problem is indeed the very short (extremely short!) range of the receiver.
When i hold the keyboard at a distance of +- 50 cm or less it works perfect. When i hold it further, it immediately strats to freez. The further, the bigger de freezing problem.
rkissinger
13 Posts
0
May 24th, 2018 08:00
Ok well that is not the same with us/the root cause for us but happy to hear that also other customers have problem with that VERY EXPENSIVE keyboard / mouse set....
Solipsist
2 Posts
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May 28th, 2018 02:00
I have the same problem with the Premier Wireless Mouse KM717 connected to a Dell XPS 13 laptop via bluetooth.
Every hour or so, the mouse will freeze for several seconds. This sort of interruption to your work is quite frustrating and pretty much makes the mouse unfit for purpose.
Has anyone had any luck returning this keyboard and mouse and managed to get a replacement that works?
charlesrg
2 Posts
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October 23rd, 2018 14:00
rkissinger
13 Posts
1
October 24th, 2018 00:00
This is really a joke that DELL sells a keyboard like that for that price...
Name already exists 2
4 Posts
0
December 26th, 2018 15:00
I bought two sets of KM717. Both have same mouse issue. I found 3 ways to make it work again:
rkissinger
13 Posts
0
December 27th, 2018 05:00
Sorry Copper, but that is not a solution.
That is just ridiculous that I have to do something like this with such an expensive official Dell brand keyboard and mouse combination. It does not even matter if I use BT or not.
I would expect this from some cheap Chinese brand for 5€ which I bought on some basar somewhere but not from Dell.
fidek
1 Message
0
February 20th, 2019 13:00
That's very unfortunate. I've got the same set and started experiencing some weird behavior of my keyboard (not using the mouse at all). Very often it got disconnected for few seconds. I could see that by Num Lock led turning off with no reason. Sometimes the keys were repeating themselves endlessly which was very frustrating. Other time some keystrokes just didn't work and I've got a word with few letters missing. For such a pricey product I would expect something better. What I have noticed is that it's probably because of radio signal interference. Got the issues on both BT and 2.4GHz (even more on the latter) but I have also noticed that those problems began quite recently. Figured out I have made some changes - for instance I moved the dongles (both) to the back panel of my PC - needless to say I don't see access to them. However my router (actually two of them - long story) is very close to there and it's dual band so there is quite some radio noise in the area I guess. Plugged in the dongle on front panel again and problems disappeared for now. It's not a perfect solution and definitely not an excuse for Dell but still better workaround than turning it off and on again every several minutes. Those 50cm really made a difference.
// sorry for the formatting but this forum is and lacks basic UX
jymmm
1 Message
1
March 8th, 2019 07:00
Do you have an usb 3.0 peripherals plugged in?
Looks like the issue is related to interference from 3.0 usb with the 2.4Ghz receiver. Its an industry wide issue.
You can read about it here:
https://www.intel.com/content/dam/www/public/us/en/documents/white-papers/usb3-frequency-interference-paper.pdf
charlesrg
2 Posts
0
June 5th, 2019 11:00
Same problem here, tried 3 different sets of the Dell Premier Wireless Keyboard Mouse combos KM717 all fail.
Replaced the keyboard with an HP USB Premium Keyboard that has the same look and feel. Mouse using Surface ARC mouse.
NotMoosetracks
3 Posts
0
June 24th, 2019 14:00
The only solution I have found is a quick on/off of the mouse and everything is fine. Low mouse batteries will make the problem worse. The keyboard is very reliable until the batteries start fading. I can live with this issue -- mind, we shouldn't have to but...there it is.